Computer User Support textbook companion website
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6th edition links to URLs
CUS6e Ch1 links
CUS6e Ch2 links
CUS6e Ch3 links
CUS6e Ch4 links
CUS6e Ch5 links
CUS6e Ch6 links
CUS6e Ch7 links
CUS6e Ch8 links
CUS6e Ch9 links
CUS6e Ch10 links
CUS6e Ch11 links
CUS6e Ch12A links Pg 544-574
CUS6e Ch12B Links Pg 575-590
CUS5e Ch12C Links Pg 591-612
CUS6e AppB links
CUS6e AppC links
6th edition modifiable docs
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Computer User Support 6e Chapter 2 Web Links
Please report broken links on Contact the Author page
Type of document
Link Status
Page
Resource Link to URL
57
Article on importance of customer retention
HTML
Alternate
57
Article on reasons for poor customer service
HTML
58
Small Business Canada's customer service guide
HTML
58
Video tutorial on customer service skills
VIDEO
Alternate
60
Paper on purposes of listening
HTML
Alternate
61
Article on becoming a better listener
HTML
Alternate
61
Guide to developing better listening skills
HTML
63
Article on empathy and trust
HTML
63
Introduction to empathy
PDF
65
FAQ for Microsoft PowerPoint
HTML
67
Improving nonverbal behaviors in communication
HTML
Alternate
68
Jeff Davis on communication skills for user support
HTML
Updated
68
MindTools on improving communication and listening skills
HTML
68
Online courses in communication and listening skills
HTML
Updated
68
Free online preview of active listening skills course
HTML
Alternate
72
Telephone Ready Reference page
PDF
75
User support forum
HTML
77
Cisco network support website
HTML
82
Usability First website
HTML
83
Handling irate customers on the phone
HTML
83
Jeff Dray article on abusive users
HTML
83
Lisa DiCarlo article on difficult users
HTML
Updated
86
MindTools on methods to resolve conflicts
HTML
86
Conflict Resolution in Project Management
HTML
87
Thumbnail sketch of MBTI personality types
HTML
87
Team Technology website
HTML
87
Quick, online version of personality profile similar to MBTI
HTML
89
Dale Carnegie tips for outstanding customer service
PDF
Updated
89
Perspectives on changing nature of customer service
HTML
Alternate
96
University of Texas Austin help desk mission statement
HTML
Alternate
96
Active listening skills exercises
HTML
Alternate
97
Article about improving customer service
HTML
97
Article on characteristics of help desk workers
HTML
Alternate
97
Online quiz on communication skills
HTML
97
Article on effective website design
HTML
Alternate
97
Customer service crossword puzzle
HTML
98
Video of support call
VIDEO
98
Article on personality types
HTML
98
Wisconsin Eight-step conflict resolution procedure
HTML
Updated
99
Wisconsin Outcomes Identification Exercise
HTML
Deleted
99
Exercise to improve active listening skills
PDF
99
MindTools quiz to evaluate communication skills
HTML
99
More MindTools articles on communication skills
HTML
99
Infographic on different kinds of users
HTML
100
Video of early help desk incident
VIDEO
100
Keirsey Temperament Sorter II
HTML
Updated
100
HumanMetrics website
HTML
101
Apple support website
HTML
101
Dell support website
HTML
101
Gateway support website
HTML
Deleted
101
Hewlett-Packard support website
HTML
101
Lenovo support website
HTML
Updated
101
Toshiba support website
HTML
Updated
102
Downloadable malware program (freeware)
HTML
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